Sr. Director, Implementation

Your Responsibilities

• Lead a multi-tiered implementation organization (Directors, Managers, and Implementation Specialists I-III), ensuring alignment, accountability, and performance across all levels.
• Establish and operationalize implementation standards and best practices across discovery, solution design, configuration, training, documentation, and go-live readiness.
• Ensure teams consistently prioritize client outcomes over task completion, driving adoption, confidence, and long-term success.
• Drive a culture of proactive execution and accountability, including early risk identification, active issue management (RAID), and clear ownership of outcomes.
• Oversee end-to-end implementation delivery, ensuring structured, high-quality execution across discovery, configuration, data validation, training, go-live, and early adoption.
• Ensure discovery and solution design practices are rigorous, client-centric, and aligned to operational realities—not just product capabilities.
• Champion high-quality training and knowledge transfer, ensuring clients can confidently execute workflows independently prior to go-live.
• Enforce go-live readiness as a quality gate, ensuring clients are prepared for adoption rather than driven by timelines alone.
• Drive excellence in client communication and meeting leadership, ensuring interactions are structured, outcome-driven, and build trust.
• Ensure strong documentation discipline and transparency, with accurate, real-time visibility across Slack, Salesforce, and project artifacts.
• Partner collaboratively across internal teams—Sales, Product, Customer Success, Support, and Operations—to ensure aligned, seamless client experiences.
• Build and manage relationships with third-party partners, ensuring coordinated delivery, accountability, and alignment to Kipu standards.
• Own capacity planning, resource strategy, and utilization in alignment with forecasted demand and growth targets.
• Act as an escalation point for complex or high-risk client situations, ensuring resolution while maintaining trust and accountability.
• Define and monitor key performance indicators, including time-to-go-live, adoption readiness, quality of execution, and client satisfaction outcomes.
• Coach and develop Directors and Managers to reinforce consistent execution, raise performance standards, and scale organizational capability.
• Drive continuous improvement by identifying patterns, evolving playbooks, and incorporating feedback from clients, teams, and performance data.
• Own, in partnership with the VP of Professional Services, implementation services financial performance, including forecast accuracy, utilization, and services revenue attainment.

Your Qualifications

• 10+ years of experience in software implementation, professional services, or customer delivery, preferably in SaaS or healthcare technology environments.
• 5+ years of leadership experience managing multi-layered teams (e.g., Managers and Directors) in implementation or services organizations.
• Proven ability to scale teams with defined role progression (e.g., Specialist I–III) while maintaining consistency, quality, and accountability.
• Strong alignment to operational excellence principles, including structured delivery, risk management, and standardized execution.
• Demonstrated ability to foster a culture of proactive ownership, accountability, and continuous improvement.
• Experience working collaboratively across internal functions to deliver unified client outcomes.
• Experience managing and coordinating with third-party vendors and implementation partners.
• Strong communication and executive presence, with the ability to lead client interactions and influence internal stakeholders.
• Deep experience in project delivery, including scope management, timelines, and risk mitigation.
• Experience with CRM, AI, and service delivery tools (e.g., Salesforce, Jira, Zendesk, PSA tools, Claude, etc).
• Working knowledge of healthcare workflows and regulatory requirements (e.g., HIPAA, PHI, EDI, etc); behavioral health experience preferred.

Benefits & Compensation

• Highly competitive salary based on your local market's compensation data.
• Flexible paid time off.
• 11 Paid Holidays.
• Health, Dental, Vision, Disability, and Life Insurance.
• Parental Leave.
• Pet Insurance.
• 401(K) with Company Match.
• Career Path Program.